Director, Global Customer Experience (m/f/d)

Vollzeit | Mannheim, BADEN W RTTEMBERG | 3 Monate
Diese Position ist möglicherweise abgelaufen!

Jobübersicht

Vollzeit
Mannheim
Danaher

Arbeitsbeschreibung


Director, Global Customer Experience (m/f/d)-LEI004633 
About Us
Leica Microsystems is a world leader in microscopes and scientific instruments. Founded as a family business in the nineteenth century, the company’s history was marked by unparalleled innovation on its way to becoming a global enterprise.  Its historically close cooperation with the scientific community is the key to Leica Microsystems’ tradition of innovation, which draws on users’ ideas and creates solutions tailored to their requirements. At the global level, Leica Microsystems is organized in three divisions, all of which are among the leaders in their respective fields: the Life Science Division, Industry Division, and Medical Division. Leica Microsystems has seven major plants and product development sites around the world. The company is represented in over 100 countries, has sales and service organizations in 20 countries, and an international network of distribution partners. Its headquarters are located in Wetzlar, Germany.
 
 

Description


  • Set an inspirational vision for the CX organization, overseeing a VOC team that manages customer listening capabilities and continuously improving CX metrics and reporting. Establish clear objectives, goals and milestones for the customer experience strategy



  • Ensure that organizational design, tools and KPIs are driven by customer-centric approach rather than internal functional (sales, service, support, customer care) Focus



  • Develop and deploy infrastructure and tools that will allow Leica Microsystems to revolutionize the way we engage, transact and serve our customers



  • Manage a dedicated team to professionally produce and distribute digital customer training content; transition from F2F customer training to Hybrid Training using live and web-based channels



  • Develops a commercial model that allows Leica Microsystems to generate incremental lifetime revenues out of these services and in parallel reduce costs-to-serve of our customers, while enhancing customer experience



  • Establishes a set of value-adding services that allow Leica Microsystems to increase our retention-rate for existing customers, win-rate for new ones, as well as lifetime revenue and profitability of customers



  • Provides ongoing measurement of customer experience such as Net Easy Score and drive continuous process improvements as needed



  • Works with global and regional commercial teams to define and execute Customer Experience strategies across various regions, sub-regions and countries



  • Promotes a customer-centric culture, aligning all functions and metrics to improve customer experience



  • Stays current on role-relevant industry best practices including internal and external benchmarking



  • Improve transactional customer satisfaction processes that power the partner ecosystem, professional services project quality and customer support incident resolution feedback systems


     

 



Qualifications

  • Bachelor’s degree from an accredited institution in life sciences; Masters preferred
  • Minimum five years of sales, service or marketing experience in a business-to-business environment
  • Minimum five years in a commercial operations, business planning, or business analysis
  • Experience successfully managing complex, global initiatives and proven ability to collaborate across the organization and operate effectively within a matrix environment by resolving conflict and influencing others
  • Project management skills
  • SFDC proficiency
  • High degree of technical competence, ability to interface with the scientific community and users of all expertise levels
  • Demonstrated people-management skills, and experience leading global teams
  • Ability to build and maintain effective relationships based on mutual respect with peers, customers and team members
  • This position requires travel 30-50%
 
Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.
 
Organization
:  Leica Microsystems
Job Function
:  Customer Support
Primary Location
:  EMEA-Western Europe-Germany-Baden-Württemberg-Mannheim
Schedule
:  Full-time

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